- Define product vision, prioritize feature, and work closely with cross-functional teams to deliver solutions that users require and drive business growth. - Responsible for research, planning, design IT products - Analyze competing product in market, formulate product planning, work closely with R&D team for product implementation.- Connect business needs, complete demand analysis, product design documents preparation, product prototype design conduction.- Promote product optimization and iteration follow industry analysis and integration to summarize user need.- Define the product strategy and roadmap. Manage the product throughout its lifecycle from concept to end-of-life.- Collect, manage and maintain traceability of requirements from all stakeholders across product releases

-Develop comprehensive project plans, including timelines, headcount allocation, andresource allocation.-Monitor and control multiple project progress, addressing issues and mitigating risks asneeded-Serve as the primary point of contact for external vendors and internal stakeholders acrossdepartments-Implement and enforce quality control measures to ensure project deliverables meet orexceed demand side's expectations.-Monitor project volume, ensuring all targets rate are met.(AHT, productivity & etc)-Optimize resource allocation (eg. headcounts, handling times) and utilization to maximizeproject efficiency.-Resolve conflicts and facilitate effective communication within the team (eg. providerelated training sessions and conduct project calibration session with vendors and inhouseteam member ).

- Responsible for monitoring international short video content to ensure healthy and multiple community ecology.- Through quality evaluation and data analysis, feedback problems & handle necessary escalation and form a quality inspection report.- Be part of the labeling team management. Work closely & hand in hand with other departments to respond immediately to relevant operation’s needs.- Participate in the development of quality inspection standards and continuously optimize the process and system platform.- Responsible for the management of projects for the monitoring of content ecosystem and evaluating data analysis across multiple products/projects.- Regularly track and review project's progress and performance to continuously improve its workflow and stability.- Proactively collaborate with cross-functional departments for project evaluation, resources coordination, manpower planning and training plan.

- Troubleshoot marketing technology and process issues as they arise from Marketo, Salesforce, Pardot, Zapier and HubSpot- Support essential marketing operations initiatives in Marketing Automation platforms and CRM such as managing the lead lifecycle, lead scoring, lead nurturing, segmentation, and data cleansing- Maintain the daily operations of Marketing Automation integration with CRM and assist in the integration of additional platforms into marketing automation platforms- Manage marketing automation efforts and processes, proactively researching and implementing the latest best practices, strategies, and industry standards- Other Martech platforms used: Salesforce Marketing Cloud, Email on Acid, Slack, Trello

- Perform an end-to-end email support to Player under Riot Games Project - Review provided documents/video recording/screen shot by Player to perform investigation on in-game crash/account recovery/device performance & etc. - Provide mobile troubleshooting and device troubleshooting for player. Achievement: 1. > 95% Quality score and > 4.5 Star Player Satisfaction survey score

- Perform Quality and Compliance monitoring to report on health of business. - Facilitate SLA Measurement and other Quality Assurance sampling, for analysis / feedback to Production Teams and Customer Groups. - Handling escalations from Analysts and urgent reference cases. - Ensure all functions and processes have clear compliance controls and measures. o Document, maintain and enhance Process Flows, Policy Procedure information and Desk Instructions for current production activities to ensure standard reference material and consistent approach to performing activities. o Continuously enhance Subject Matter Expertise and knowledge - Provide process training and be the mentor for new hire. Perform quality review for new hire. o Liaise with internal customer to coordinate any version / complex issue. Achievement: 1. Provide process knowledge, training support and quality monitoring to Market Migration from India to Malaysia and ensure all new hired for brand new market process get 100% certified rate after on job training. 2. Project manage and coordinate for total of 5 projects with BOT Automation Team from India to build automation program scripts bringing manual process (eg: account paper enrollment, manual fees monitoring, card member paper feedbacks form) into system automated process. Total of 3 headcounts save for company budgets 3. Bringing manual printed letter into system automated. Total of 92% process time save from yearly workhour. 4. Coordinate in Risk manage project to help ensure continue drive best customer experience to card member during Corona Virus outbreak incident in Hong Kong market. 5. Automated manual cheque issue process to system process. Total of 1 headcount save for company budgets

- Perform an end-to-end backend support to Call center in American Express, covering 5 global markets: Hong Kong, Singapore, Australia, New Zealand and Thailand - Review provided documents by Card Member to comply with AML standards and risk requirements. - Assist Card member to enroll for banking service, recurring billing service, credit balance/debit balance monitoring and fees waiver controlling. - Evaluate and validate Card Member information through standard KYC process and prevent fraudulent account creation. - Process any backend request or troubleshooting upon receiving any escalation from stakeholders. o Perform rejection clearance for any rejected or unauthorized credit/debit transactions. Achievements: 1. Act as a mentor in training new hire and help new hired to get certified in less than 5 weeks as being one of the earliest certified new hired. 2. Being awarded as Star Colleague and 100% Quality Performer for multiple times

- Prepare quotations of flight tickets, flight routes and flight date of all destinations for stakeholders (Travel Agents)- Outbound and inbound calls with Travel Agents to provide inhouse and outshore flight information service covering 4 languages (English, Mandarin, Cantonese and Bahasa Malay) - Process bundle flight ticket purchasing, provide inflight service information, support pre-flight and post flight customer experience enhancement. Achievements: 1. Being certified from contract employee to permanent employee in less than a month 2. Being awarded as Best Customer Support Personnel

- Provide professional knowledge on set for lighting set up, camera positioning, sound engineering and location setting.- TV program, TV commercial and short film script writing and script review. - TV program and Tv commercial casting.